How to score a call on the QC scorecard screen

Once you claim a call, VICIdial drops you onto the QC display screen and the scoring section opens by default. This is where a reviewer rates a single recorded call against a list of checkpoints. The header tells you which scorecard you got and the recording ID it matched. Below that, each active checkpoint is laid out in order, ready for a score. Here is how to work through it cleanly.

Read the header first

The top of the section shows the scorecard ID and the recording ID for this call. That recording ID is matched behind the scenes using the call's Asterisk uniqueid, so the playback you hear lines up with the call you are scoring. Glance at the Campaign, Ingroup, or list printed across the top so you know which rules apply, then move down to the checkpoints.

Enter a score per checkpoint

Each checkpoint has a maximum point value. You enter any whole number from zero up to that maximum — there are no decimals. A checkpoint worth five points takes a 0 through 5; a yes/no item usually has a max of one. Type the number, add a short comment if you want to explain it, and move to the next one. Scores and comments save the moment you enter them, so there is no separate submit step in this section.

Watch for Instant-Kill checkpoints

Some checkpoints are flagged as Instant-Kill. These are the dealbreakers — skipping a required disclosure, a compliance miss, an abusive tone. If an Instant-Kill checkpoint fails, the whole call fails regardless of how strong the other scores are. The total points stop mattering at that point. So before you tally anything, settle the Instant-Kill items first; one of them failing decides the outcome on its own. If you want the full mechanics, read how this works in the Instant-Kill checkpoint guide.

How a scoring pass flows

flowchart TD
  A[Open claimed call] --> B[Read scorecard header]
  B --> C[Enter points per checkpoint]
  C --> D{Instant-Kill failed?}
  D -- Yes --> E[Whole call fails]
  D -- No --> F[Play the recording to verify]
  F --> G[Pick QC status and FINISH]
  E --> G

Beneath the checkpoints sits the link to play the Call recording for this call. Use it to confirm anything you are unsure about — a name read wrong, a disclosure you nearly missed, a transfer that did not happen. The exact Recording format (WAV/MP3) depends on how the box stores audio, but the player opens the same way either way. If you need to check a different call to the same Lead, every recording made for that lead is listed at the bottom of the section, so you can review another conversation without leaving the screen.

Once every active checkpoint has a number and you have verified the parts you doubted, pick the QC status that fits the call from the available list and press the green FINISH button. That commits the scores and takes you back to the Quality Control section so you can claim the next call. For how the whole review pipeline fits together — from turning QC on to running the report — see the quality-control guide.

Scoring is the core of QC, and it goes faster on a box that is already tuned for it. VICIfast runs a managed VICIdial server with QC ready to use, live in under 40 seconds. See our plans and pricing.